Manager - Support Engineering

AsaManager for ourAdvancedSupport Engineeringteam, you will be a key leader in driving the success of our Enterprise Support organization. Your primary responsibility is to providehigh-level support and guidanceto your team of Advanced Support Engineers, who are on the front lines of remediating highly visible, production-down incidentsas well as complex technical cases that requiredevelopment engagement.

You will empower your team to effectively manage critical customer situations, reduce environmental risks, and maximize the value of Citrix products. This role requires a strong leader with a deep understanding of our product portfolio, exceptional communication skills, and the ability to mentor and develop a high-performing team. Your leadership will be instrumental in building customer trust and ensuring a high standard of service delivery.

Job Description/Responsibilities:

• Team Leadership and Development: Manage, mentor, and coach a team ofAdvanced Support Engineers. Conduct regular performance reviews and provide continuous feedback to foster professional growth andexpertise.

• Be accountable for TeamKey Performance Indicatorsofcritical success metricsthat drivepositive customer outcomes through leading and lagging measures

• Incident Oversight: Provide strategic oversight and guidance during major incidents. You will act as a senior escalation point for your team, ensuring they have the support and resources needed to successfully remediate complex customer issues.

• Strategic Planning: Develop and refinetraining, processes, and best practices. Work to continuously improve the team's efficiency and effectiveness in handling high-impact situations.

• Executive Communication: Be prepared to lead andparticipatein high-stakes business discussions. This includes communicating incident status, resolution plans, and risk mitigation strategies to senior leadership and key stakeholders.

• Cross-Functional Collaboration: Partner with leadership across Support, Sales, and Product Engineering to ensure a coordinated approach to customer challenges and to drive improvements in our products and services.

• Customer Relationship Management:Maintaina strong focus on customer satisfaction and trust. You will work with your team to ensure every customer engagement is a positive one, even under the most challenging circumstances.

• Availability:This role may require periodic engagementor coverage during late hours or weekends for critical issues.

Required Skills & Qualifications

• Proven Leadership Experience: A demonstrated ability to lead, motivate, and manage a team in a fast-paced, high-pressure environment. Typically requires a University Degree or equivalent experience and minimum 7 yearspriorrelevant experience.

• Incident Management Expertise: Extensive experience in a critical incident or crisis management role, with a solid understanding of incident response principles.

• Technical Acumen: A proficient and comprehensive understanding of the Citrix product portfolio is essential to guide your team and make sound decisions.

• Exceptional Communication: Superior written and verbal communication skills are non-negotiable for this role, as you will be communicating at both a technical and executive level.

• Strategic Thinking: The ability to think strategically about customer risk, team development, and process improvement to drive long-term success.